METHOD AND APPARATUS FOR HANDLING A TELEPHONE CALL
4 Assignments
0 Petitions
Accused Products
Abstract
One embodiment of the invention provides a computer-implemented method of handling a telephone call. The method comprises monitoring a conversation between an agent and a customer on a telephone line as part of the telephone call to extract the audio signal therefrom. Real-time voice analytics are performed on the extracted audio signal while the telephone call is in progress. The results from the voice analytics are then passed to a computer-telephony integration system responsible for the call for use by the computer-telephony integration system for determining future handling of the call.
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Citations
39 Claims
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1-20. -20. (canceled)
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21. A computer-implemented method of handling a telephone call, the method comprising:
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monitoring a conversation between an agent and a customer on a telephone line as part of said telephone call to extract the audio signal therefrom; performing real-time voice analytics on the extracted audio signal while the telephone call is in progress, and passing results from the voice analytics to a computer-telephony integration system responsible for the call, wherein the computer-telephony system is located in a service provider equipment (SPE) environment; and using said results by the computer-telephony integration system for determining future handling of the call. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35)
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36. A computer-readable storage medium containing a computer program comprising instructions for a computer-telephony integration system to handle a telephone call according to the following method:
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monitoring a conversation between an agent and a customer on a telephone line as part of said telephone call to extract the audio signal therefrom; performing real-time voice analytics on the extracted audio signal while the telephone call is in progress, and passing results from the voice analytics to a computer-telephony integration system responsible for the call, wherein the computer-telephony system is located in a service provider equipment (SPE) environment; and using said results by the computer-telephony integration system for determining future handling of the call.
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37. A computer-telephony integration system for handling a telephone call in an SPE environment within a telephone network, the system comprising:
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a line connection for monitoring a conversation between an agent and a customer on a telephone line as part of said telephone call to extract the audio signal therefrom; a voice analytics system located in the SPE environment for performing real-time voice analytics on the extracted audio signal while the telephone call is in progress, and for passing results from the voice analytics to a computer-telephony integration server responsible for the call; and a computer-telephony integration server located in the SPE environment for receiving the results from the voice analytics system and using said results for determining future handling of the call. - View Dependent Claims (38, 39)
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Specification